Cannot sync my account with Apple ID purchase

Hi there

Hope you are doing well. 

Our engineering team is looking into this issue, please try the steps below in the exact same sequence and see if that works:

1. Sign out of your Adobe account in the app completely.
2. Close the app fully (not just minimize it, remove it from your recent apps/app switcher).
3. Reopen the app and sign back in with the same Adobe ID/email you used to subscribe.
4. Click on the profile icon in the app > Subscriptions > "Restore Purchase" (this re-links your existing App Store/Google Play purchase to your Adobe account).
5. Once that's done, check whether the premium features are now unlocked.

Please confirm if this resolves it, or if you're still seeing the free/limited version afterward?

~Amal

 

Hello ​@Randyjayfes,

Thank you for reaching out, and we are sorry to hear you are experiencing this.

This is most likely related to Apple's Hide My Email feature. When purchasing through Apple ID with Hide My Email enabled, Apple creates a private relay email address that gets linked to your Adobe account instead of your actual email. Signing into Adobe directly with your real email will not show the subscription because it is registered under the relay address.

Please try the following:

• On your iPhone or iPad, go to Settings > Your Name > Password & Security > Apps Using Apple ID and look for Adobe. This will confirm which email address is linked to your Adobe account

• When signing into the Acrobat app, select Sign in with Apple rather than signing in with your email directly. Use the same Apple ID used at the time of purchase, and it will automatically recognize the relay email linked to your subscription

• Once signed in, go to Profile > Restore Purchases to prompt the app to re-verify your subscription

Please let us know how it goes and we will be happy to assist further.

~Tariq